Thembi Gloria Melapi

• Facilitation of SRM escalations
• Assistance with Partner escalations
• Order monitoring and escalations
• Negotiate deals with customers in accordance with policies and procedures within allocated timeframes
• Perform end to end support for these accounts
• Facilitation of general technical assistance of Fixed and Mobile PAM’s
• Negotiate deals with customers in accordance with policies and procedures within allocated timeframes
• Assist Solution Architects/PAM’s with maintenance of customer entities on Siebel/Ignite
• Utilize solution-capturing experience to identify and prevent erroneous partner orders
• Assist project /PAM team with order modifications/tracking.
• Weekly/Daily SRM status reporting
• Customer Experience improvement initiatives
• Manage the customer expectation.
• Close the loop on all customer specific support requests
• Built one on one relationships with the customer administrators supported
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

• Resolve GSM and mobile data queries and Provide support for Vodacom Business clients and EBU Account manager
• Respond to emails via SRM system, telephonic queries ensure feedback to clients and Account Managers within agreed SLA.
• Keep record of customer complaints with details of how problem was solved.
• Resolve client's queries and complaints and ensure client satisfaction.
• Resourceful keeping abreast of new product offered in the market. (Competition)
• Provide technical Support to Vodacom Business clients both GSM and Converged products. (Blackberry, GSM, 3G network, GPRS, EDGE, HSDPA, Internet APN/VPN)
• Great interrelation skills (networking), team player meets SLA agreement and always provides feedback.
• Handle escalations from colleagues and subscribers before it reached Supervisory/Management level.
• Meet SRM turnaround times, and increase productivity.
• To identify opportunities to improve customer impacting processes.
• Up skill, share knowledge with the broader GSM team, and build relationships within VSP to resolve problems and queries effectively.
• Negotiate deals with client on upgrades, cancellations and possible new lines.
• Liaise with other department such as NMG, BSG etc. to assist clients effectively.
• Support internal clients.
• Guide clients to set up devices, trouble-shoot were necessary and offer callers workable solutions.
• Verbal, oral and written communications are part of my daily interaction with customers, keeping them abreast of all developments.
• Including all the above responsibilities as well as networking with other cross functional department to maintain and build relationships.
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.

Generating Upgrade Quotes and processing for dealers.

• Generating Upgrade Quotes and processing
• Contract cancellation
• Creating credit notes.
• Solving escalated queries within service level agreement.
• Contacting clients with feedback.
• Calling client for their accounts breakdown when requested.
• Assisting with escalated Social media queries.

• Receive and analyse queries to determine the nature and extent of the query.
• Provide / develop a solution to resolve the identified query.
• Provide support in accordance with the schedules of the role players.
• Conduct investigations and recommend action plans for future reference.
• Compile reports with an analysis of all queries received.
• Maintain relationships with relevant role players in accordance with dependencies.
• Provide feedback and recommendations to management/role players of identified trends.
• Continuous follow up must be implemented to ensure that the relationship is maintained.
• Identify possible improvements to be facilitated in accordance with the outcomes of the queries.
• Execute the outputs in accordance with Strategic Targets.

• To assist customers with contract upgrades.
• Dealing with objections / rejections.
• Retain customers who wants to cancel their contracts
• Conduct a professional level on all telephonic interactions.
• Make proactive calls as required Assisting customers with all queries.
• Ability to close an upgrade telephonically.
• Assist with billing quires.

• Respond to all customers enquires within given timescales, efficiently and effectively.
• Answer all general enquiries from customers and dealers Recognize when a problem or query should be transferred to another department or a more senior member of staff.
• Deal with all e-mail, fax correspondence as requested or required. Enter and retrieve information into local logging system. n.
• Research and supply information in order to propose solutions for customers.
• Manage time and workload in order to meet administration requirements of the role.
• Advise and propose solutions for telephone callers. Use knowledge of processes to decide if a problem / query should be escalated.
• Create and maintain effective working relationships with colleagues
• Processing invoices, reconciliation of statements of received, processed & paid invoices.

• Liaising with various financial institutions for the delivery of credit cards & bank documentation
• Delivery must be in keeping with the
• Service level agreements.
• Calls consisted of both clients & bank personnel.
• Dealt with prestige clients.
• Allocated deliveries in a cost effective manner and maintained a focus on service delivery.
• Tracked & traced cards.
• Escalated queries to different accounts manager.